Meena Joshi
Victoria
Summary
Experienced professional in workforce planning and forecasting with a focus on operational efficiency. Skilled in developing and implementing strategies for talent acquisition and workforce alignment with business goals. Strong problem-solving abilities and a proactive approach to challenges. Notable for adaptability and a results-driven mindset in fast-paced settings.
Overview
9
9
years of professional experience
Work History
Resource planning manager
Commonwealth Bank of Australia
01.2023 - Current
- Leading the workload and budgetary impact, requirement and implications of any new project planned in Customer Service Direct teams.
- Creating Yearly and half yearly volume forecast for overall CSD frontline Teams (DB, DL and FAS), Aligning the current resource plan with the forecast to create the yearly recruitment plan these.
- Providing Yearly and half yearly budget plan to CSD finance and leadership teams, based on the yearly forecast, also providing a monthly reconciliation to ensure that everything is on track.
- Provide leadership, capability development, and coaching to a team of workforce analysts.
- Oversee strategic workload forecasting and recruitment strategies. Including the identifying risks, conduct root cause analysis, and escalate as needed.
- Collaborate cross-functionally to deliver excellent stakeholder and customer experience.
Workforce Planning Manager
Bendigo and Adelaide Bank, Victoria
07.2021 - 09.2023
- Developed and implemented a comprehensive workforce planning framework that resulted in a 20% reduction in labor costs and increased operational efficiency by 15%.
- Led a team of WFM professionals to analyze current workforce trends and forecast future labor needs, resulting in a 10% reduction in employee turnover and improved talent retention strategies.
- Collaborated with cross-functional teams to find skill gaps and develop targeted training programs, resulting in a 30% increase in employee productivity and performance.
- Streamlined the recruitment process by introducing innovative sourcing strategies, resulting in a 25% decrease in time-to-hire and improved quality of candidates. ~ Thirty percent savings in flexible labor cost.
- Streamlined the Payroll process for Customer care department.
Sr. Analyst (Workforce Planning)
Bendigo and Adelaide Bank, Victoria
10.2019 - 06.2021
- Created yearly and quarterly forecasts for the call center, encompassing multiple communication channels such as phone, web messaging, and emails.
- Collaborated with project managers to align resource planning with upcoming initiatives and events affecting customer communication.
- Conducted data analysis, automated reports, and found process improvement opportunities to enhance performance, specifically in meeting service level agreements.
- Focused on improving adherence from 60% to 85% to achieve better forecasting and scheduling results.
- Led shrinkage analysis to reduce the shrinkage from 50% to 34% and improving daily service level from 40% to 65%, enhancing the overall customer experience.
- Achieved a call volume forecast accuracy rate of 98% through data analysis and trend identification.
- Led project of operating hours changes for Bendigo Service, saving approximately $34K per month.
- Led web messaging project, resulting in improved customer experience.
Sr. Analyst (Workforce Planning)
Energy Australia
09.2018 - 09.2019
- Developed and implemented Omni Channel forecasting and capacity planning strategies for customer service teams in Australia and offshore, overseeing approximately 500 Customer Service Reps.
- Effectively managed vendor engagement by providing clear directives on a yearly, monthly, and weekly basis to vendors located in Manila and India.
- Introduced a new staffing module that optimized resource utilization, achieving cost efficiency through a balanced onshore and offshore staffing model.
- Successfully led and executed the "Cross Training Project," resulting in significant cost savings of approximately $108K for the business.
- Streamlined the complaints process by accurately allocating resources to the primary team and reducing complaint volumes, leading to savings of approximately $33K and improving overall customer experience.
- Conducted comprehensive data analysis on complaints to enhance the accuracy of workload drivers and operational efficiency, obtaining senior management approval for implementing process improvement plans within the complaints team.
- Collaborated closely with the business intelligence team to develop and deliver an updated dashboard, highlighting key metrics such as SLA compliance, FTE demand and availability, and average handle time across all areas of the customer service team.
Workforce Planning Manager
Webhelp India Ltd, Delhi, India
02.2016 - 11.2017
- Team Leader (WFM)
- Sitel India, Mumbai India
- February 2014- February 2016
- Sr Analyst WFM
- Webhelp India Ltd, Delhi India
- March 2012- February 2014
- Customer care office
- Convergys India, Delhi India
- March 2011- March 2012
Education
Bachelor of Arts - Psychology and IRPM
Delhi University
06.2009
Skills
- Workforce Strategy & Planning
- Forecasting & Capacity Management
- Leadership & Team Development
- Data Analysis & Reporting (Power BI)
- Process Improvement & Automation
- Stakeholder Engagement
- Budget & Cost Optimization
- Issue resolution
- Budget preparation
- Demand forecasting
- Cross-functional collaboration
- Document control
- Budget management
- Business analysis and reporting
Timeline
Resource planning manager
Commonwealth Bank of Australia
01.2023 - Current
Workforce Planning Manager
Bendigo and Adelaide Bank, Victoria
07.2021 - 09.2023
Sr. Analyst (Workforce Planning)
Bendigo and Adelaide Bank, Victoria
10.2019 - 06.2021
Sr. Analyst (Workforce Planning)
Energy Australia
09.2018 - 09.2019
Workforce Planning Manager
Webhelp India Ltd, Delhi, India
02.2016 - 11.2017
Bachelor of Arts - Psychology and IRPM
Delhi University
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